Policies and Procedures in the light of Coronavirus

Dear Client,

In the light of the developments with regards to Coronavirus and the inquiries I have received from prospective guests requiring both assurances and more information about our cancellation policy, I thought it might be useful to clarify our facilities, policies and procedures so you can make an  informed decision about whether or not and on what basis proceed with your holiday plans at Riverside House.

Location and Facilities

Riverside House is a country house which accommodates a maximum of 30 people. It is a detached property, accessed through electric gates and situated in the countryside in its own grounds on the river’s edge. It has an indoor swimming pool, cinema lounge and games suite. As a holiday destination it is secluded, completely self-contained and secure.

Health and Safety

I would like to reassure you that I am operating fully within the current government guidelines and am taking all the necessary health and safety steps to make sure my guests remain safe during their stay in my home. I have always had a vigilant deep clean routine between lettings and all bedding and towels etc. are professionally laundered off site. I always make sure all surfaces door handles and electrical fittings are wiped down with an antiviral and antibacterial fluid. I have an extensive range of in-house activities which include cinema lounge, indoor pool, hot tub and games suite all of which are professionally maintained. In addition, I am happy to take delivery of your supermarket supplies before you arrive so you do not have to leave the house during your stay and there are a number of local restaurants and take-aways which are happy to deliver cooked meals to the door.

Insurance

At the time of booking holiday insurance is recommended on my Terms and Conditions and your booking form re-iterates this. If you have actioned this before March 2020 or have an annual holiday insurance policy which covers your reservation dates you may well be covered in the event of cancellation if Coronavirus has been contracted by a member of your party or government sanctions forbid you to attend. However, I would like to draw your attention to the fact that most holiday insurance policies which have been taken out more recently no longer cover Coronavirus related cancellations.

Cancellations, Refunds, Changing Dates

Unfortunately, I am unable to offer refunds for booking deposits once paid, as stated in my Terms and Conditions, and should you choose to pay the balance this will also be non-refundable. However, you might find it useful to know that due to the Coronavirus travel restrictions. I am currently experiencing unprecedented demand for accommodation from people who have had to forgo their holidays abroad because of the travel restrictions.

Balance Payments
My Terms and Conditions state that if a guest does not pay the booking balance when it falls due, they will forfeit their deposit. If this happens, the booking will be cancelled and the property will be re marketed for letting to another group. However, due to the un-precedented impact of the Coronavirus pandemic, I am happy to consider offering an alternative date to guests who have already paid their booking fee and/or made their balance payments but do not have insurance to cover cancellation.

Wishing you and your group all the best during these difficult times and if you have any questions or are looking for advice regarding your booking, please feel free to contact me.

Kind regards

Cazz